Fairfield Inn & Suites by Marriott Lubbock Southwest

Didn't offer welcome gift for Platinum membership or an upgrade. The room smelled funny, at first we thought it was sulphur in the water but as it got worse by morning. Think the toilet seal must be worn out so reported to the desk. Breakfast ok but out of stock on a lot especially fresh fruit. It was Tech Homecoming this past weekend so that's why but knowing they would be booked all weekend they should have ordered extra in advance. Good to be in Lubbock, this hotel is usually super so will give it another try the next time we're in town.

The Fairfield Inn is conveniently located near many new shops and restaurants including PF Chang's, Dave and Busters and more. The lobby is inviting. The rooms are what you expect from this entry level Marriott Bonvoy rewards property. Showers are comfortable. TVs offer some channels and streaming services like Netflix you can sign into.

I booked my room Sep 29th then requested a free upgrade on Oct 3rd. My request was approved on Oct 9th but with an upgraded fee. I called and spoke with Swala who in turn told me that a manager would be in later to help me with the situation. At a later time I called to see if a manager had arrived and was told by April that she was the one who came in at 3pm. I tried explaining the situation to her and her response was “I just work at the front desk.” I told her that’s why I was calling to speak to a manager. With the distance I was traveling I wanted to be sure I’d have a room at the rate I booked it for in Sep. April then told me I could call back the next day to speak to a manager at 2pm. I asked if she was sure a manager would be there and she cut me off. I asked her to please not do that and proceeded to explain that I had been told earlier that a manager would be there that day so I wanted to be sure a manager would be available. While I was explaining April hung up and did not answer the phone when I called back. When I arrived at the hotel on Oct 14th Swala was at the front desk. I started to explain the situation and she know who I was. She then told me that April relayed that I was rude and cursed at her which is why she hung up on me. I was able to speak to the manager Darcy and she apologized for the inconvenience. Between Swala and Darcy they were able to rectify the situation so April is the reason for the 4 stars. People like her give the hotel customer service a negative rating.

Worst Marriott hotel in my experience. Shower essentials were empty when we checked in. Side door didn't work and my room was just beside the side door. I parked my car just beside the door so that I can go in and out easily through that door. But that didn't happen and we had to walk around the main entrance every time. I wouldn't care if I didn't have a baby with us.

I made a reservation here in early July to stay in October. I never got a confirmation email, so today I called not only to be told i DON’T have a reservation and questioned if I called the right property (even though i gave my cc info in July..), but that she had a guest waiting so I was going to be put on hold. That’s a bit rude in my opinion. When I called back after confirming that I did in fact book there, the same girl put me on hold and for 13 MINUTES! Really?? Lost my business because I would never stay here based on my initial experience.